Summary
Overview
Work History
Education
Skills
Timeline
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Joeneisha Durm

Licensed Practical Nurse
Crestview,FL

Summary

Well-qualified medical professional with experience triaging patients, capturing information and completing basic procedures such as wound care. Excellent communication, prioritization and multitasking abilities with sound judgment and compassionate nature. Background in clinic and hospital environments and working remotely. Licensed Practical Nurse bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Adherence Nurse (Remote)

AdhereHealth
, Remote
05.2021 - 10.2022
  • Performed treatments as ordered by physicians and documented actions.
  • Conducted individualized patient assessment to report patient's immediate condition or needs to care team leader.
  • Facilitated medication management and monitored for side effects in collaboration with provider.
  • Communicated with physicians and practitioners for patient care concerns to obtain orders and intervention protocols.
  • Discussed individualized education to answer questions for patient and family.
  • Maintained confidentiality in matters related to patient, family and client facility staff.
  • Developed plan of care for patient reflecting collaboration with members of healthcare team.
  • Provided therapeutic nursing interventions for individualized plan of care to patient.
  • Implemented accurate and timely documentation in electronic client medical records.
  • Completed 80 plus outbound and inbound calls
  • Communicated and followed up with members Providers
  • Answered live online chats to give quick answers and solve problems faster.
  • Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Evaluated medical guidelines and benefit coverage to determine appropriateness of services.
  • Performed prior authorization review of services requiring notification.

LPN Team Lead (Hybrid)

Sacred Heart Health System - Family Medicine
Crestview, FL
01.2021 - 05.2021
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Cared for wounds, provided treatments and assisted with procedures.
  • Managed patient care through closely monitoring respiration, blood pressure and blood glucose levels.
  • Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
  • Collaborated with supervisor to assess patient needs, plan and modify care and implement interventions.
  • Assisted with admissions, appointments, transfers and discharges.
  • Documented accurate and complete patient information to address patient problems and expected outcomes.
  • Made valuable contributions to care-plan development and patient education processes backed by thorough research into client diagnoses.
  • Performed functional assessments for admission and discharge.
  • Delivered updates in patient status to charge nurse, recording changes in medical records.
  • Educated patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
  • Performed routine evaluations of each patient's status, needs and preferences.
  • Comforted and counseled patients and families throughout care process.
  • Managed appointment calendar for scans, lab tests and evaluations.
  • Supported physicians during examinations and scans to assist with diagnostic procedures.
  • Obtained patient vital signs and input/output measurements from inpatients.
  • Coordinated with insurance carriers
  • Responsible for obtaining copies of all treatments and service plans
  • Coordinates meetings and conference calls with applicable providers and family members
  • Ensured information is secured for privacy and confidentiality


LPN Office Nurse

Sacred Heart Health System - Primary Care
Crestview, FL
01.2021 - 05.2021
  • Scheduled staff and delegated work assignments.
  • Helped to develop, improve and implement nursing policies and procedures.
  • Evaluated and improved team member performance through coaching and training.
  • Managed patient care through closely monitoring respiration, blood pressure and blood glucose levels.
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Managed appointment calendar for scans, lab tests and evaluations.
  • Assisted with admissions, appointments, transfers and discharges.
  • Educated patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Minimized staff and patient infection risk by cleaning and disinfecting equipment instruments.
  • Made valuable contributions to care-plan development and patient education processes backed by thorough research into client diagnoses.
  • Performed functional assessments for admission and discharge.
  • Delivered updates in patient status to charge nurse, recording changes in medical records.
  • Documented accurate and complete patient information to address patient problems and expected outcomes.
  • Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Comforted and counseled patients and families throughout care process.
  • Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.

LPN Field Nurse/LPN Unit Manager

Gulf Coast Heath Care
Crestview, FL
02.2019 - 01.2021
  • Assisted with admissions, appointments, transfers and discharges.
  • Administered controlled narcotics, inserted IVs and performed catheterizations.
  • Provided routine care for residents living in the facility.
  • Maintained quality care and comfort for patients with heart failure, pulmonary hypertension and other conditions.
  • Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
  • Taught patients how to improve lifestyle choices, dramatically reducing chance of symptom reoccurrence.
  • Reviewed post-operative orders and continuously monitored patients' post-operative vitals, set up PCA and fluids and oriented patients to unit.
  • Evaluated healthcare needs, goals for treatment and available resources of each patient and connected to optimal providers and care.
  • Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
  • Monitored patient reactions to drugs and carefully documented findings.
  • Updated patient charts with data such as medications to keep records current and support accurate treatments.
  • Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use and disease management.
  • Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
  • Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
  • Conferred with physicians to discuss diagnoses and devise well-coordinated treatment approaches.
  • Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process and management and lifestyle options.
  • Performed routine evaluations of each patient's status, needs and preferences.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
  • Recruited, interviewed and hired well-qualified nursing staff.
  • Oversaw medication passes and all direct patient care.
  • Maintained medication room in full compliance with government and facility requirements.
  • Evaluated and improved team member performance through coaching and training.
  • Responded to patient requests with appropriate clinical and personal assistance.
  • Assessed patients' temperature, pulse and blood pressure and recorded in electronic medical records.
  • Protected patients and healthcare team members from infection by sterilizing equipment and reusable supplies.
  • Evaluated patient histories, complaints and current symptoms.
  • Clearly and thoroughly explained diagnoses, treatment options and procedures to patients and loved ones, checking in to verify understanding.
  • Reviewed patient history to verify conditions and current medications.

Certified Nursing Assistant

Shoal Creek Rehabilitation Center
Crestview, FL
10.2015 - 02.2019
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure and blood sugar levels.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Oversaw and maintained patients' rooms, group living areas and nurse stations.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Obtained client medical history, medication information, symptoms and allergies.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
  • Transported patients between rooms and appointments or testing locations.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
  • Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
  • Removed trash and straightened counters to keep pharmacy area clean and neat.
  • Spearheaded and implemented new projects to expand scope of engagement.

Customer Service Representative

Teleperformance
Crestview, FL
01.2014 - 10.2015
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collected and analyzed customer information to prepare product or service reports.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Responded proactively and positively to rapid change.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered prompt service to prioritize customer needs.
  • Developed and updated databases to handle customer data.
  • Investigated and resolved accounting, service and delivery concerns.
  • Effective liaison between customers and internal departments.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Submitted service tickets for equipment maintenance requests.
  • Managed high levels of call flow and responded to Hughes technical support needs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Education

High School Diploma -

Crestview High School
Crestview, FL
06.2014 - 06.2014

Licensed Practical Nursing - Practical Nursing

Emerald Coast Technical College
Defuniak Springs, FL
12.2018 - 12.2018

Skills

Insurance plan expert

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Timeline

Adherence Nurse (Remote)

AdhereHealth
05.2021 - 10.2022

LPN Team Lead (Hybrid)

Sacred Heart Health System - Family Medicine
01.2021 - 05.2021

LPN Office Nurse

Sacred Heart Health System - Primary Care
01.2021 - 05.2021

LPN Field Nurse/LPN Unit Manager

Gulf Coast Heath Care
02.2019 - 01.2021

Licensed Practical Nursing - Practical Nursing

Emerald Coast Technical College
12.2018 - 12.2018

Certified Nursing Assistant

Shoal Creek Rehabilitation Center
10.2015 - 02.2019

High School Diploma -

Crestview High School
06.2014 - 06.2014

Customer Service Representative

Teleperformance
01.2014 - 10.2015

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Joeneisha DurmLicensed Practical Nurse